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Complaint Analyst
Location
United States
Posted
17 days ago
Salary
0
Seniority
Mid Level
No structured requirement data.
Job Description
Complaint Analyst
Bakkt
Role Description Complaint Analyst sought for end-to-end customer complaint management within a growing Neobank. Core function involves: - Investigating complaints - Identifying root cause - Supporting regulatory reporting - Ensuring fair, compliant customer outcomes in collaboration with the Complaint Manager, BPO partners, and cross-functional teams Qualifications - 5+ years in customer support, complaints, or operations analysis (financial services/fintech required) - Location: US Remote (ideally EST) - Strong analytical, investigative, and documentation skills - Ability to interpret policies - Experience with case management and data analysis tools (Excel, dashboards) Requirements - Log, validate, and categorize all incoming complaints (support, social media, executive, and regulatory agencies like CFPB) - Prioritize cases based on risk, impact, and SLA - Conduct detailed investigations for L1 and L2 support cases (reviewing transaction history and support notes) - Coordinate resolution development with internal/BPO teams - Escalate complex or high-risk matters - Identify systemic drivers (product issues, process gaps, CX breakdowns) - Track recurring issues and partner with Operations, Product, and Engineering for improvements - Prepare regulatory reports, internal dashboards, and audit documentation in adherence to Reg E, UDAAP, and CFPB requirements - Ensure all complaint records are complete, accurate, and audit-ready - Analyze complaint data to identify trends by category, product, or channel - Participate in governance cadence, including Weekly Complaint Operations Reviews, to drive continuous improvement Benefits - Bakkt is devoted to having diversity in its workforce and is proud to be an equal opportunity employer - Must successfully pass a post-offer background check and drug screen
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